Service Quality Manager

Kingsley Healthcare HQ, Lowestoft, Suffolk

Pay:: £55,000 per year
Type:: Permanent
Shift:: Salaried
Closing date:: 12/03/2026

Excellent PRP
Monthly Car Allowance

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About the company

At Kingsley Healthcare, we are more than just a care home group - we are a proud, family-run business driven by a passion to make a meaningful difference in people’s lives every single day. Our dedicated teams transform care into a calling, delivering excellence with compassion, integrity, and respect.

As the UK’s only large care home provider to achieve B Corp certification, we continue to lead the sector in responsible, values-driven care. In 2024 and again in 2025, we were honoured to be named Health Investor’s Residential Elderly Large Care Provider of the Year, a testament to our commitment to quality and innovation.

For eight consecutive years, we’ve been recognised among the Top 20 Large UK Care Home Groups by carehome.co.uk, reflecting consistently high standards and resident satisfaction. We are also proud to be a Real Living Wage employer, ensuring that the dedication of our team members is valued and fairly rewarded.

Our commitment to people-first values has earned us outstanding workplace recognition, including a 4.7 rating on Glassdoor, a 4.5 rating on Indeed, and the No.1 ranking in the UK for wellbeing at work (Indeed’s Better Work Awards 2023).

If you're passionate about delivering exceptional care and want to be part of a forward-thinking organisation that puts both its residents and people at the heart of everything it does, we’d love to hear from you.

About the role

Your next chapter starts now. Build your future with Kingsley Healthcare.

As a Service Quality Manager, you will ensure the delivery and ongoing maintenance of high-quality care service across a range of service types, including elderly care, homecare, and specialist services. The role will be based predominantly across Norfolk and Suffolk, although travel to other locations may be required from time to time.

You will collaborate with managers and operations teams to drive a culture of excellence, continuous improvement, and client satisfaction. The role involves monitoring, assessing, and improving service quality standards in line with regulatory requirements and organisational policies, while providing support, guidance, and challenge to teams to maintain compliance and deliver consistently high-quality care.

If you’re looking for a fresh challenge with a company that cares about its staff, we’d like to hear from you.

Reports to: Co-Chief Operations Officer/Director of Service Quality

Key duties and responsibilities

Drive service excellence and continuous improvement
Monitor and improve quality against regulatory standards
Support and challenge managers to maintain compliance
Lead audits, reviews, and improvement actions
Identify risks and quality trends through performance data

Skills and attributes

Proven experience in a similar quality or compliance role within homecare or healthcare.
Strong knowledge of CQC homecare regulations and standards.
Excellent leadership, communication, and stakeholder engagement skills.
Strong problem-solving and decision-making abilities.
Attention to detail with the ability to prioritise multiple tasks effectively.
A genuine commitment to person-centred care and continuous quality improvement.
A full UK driving licence.

What will you gain?

You will join a supportive and dedicated team that values putting people first. We believe staff wellbeing directly impacts the quality of care our clients receive. There are ample opportunities for learning and development, supported by clear processes and guidance every step of the way.

Benefits

Comprehensive induction and training programme.
Opportunities for career development and progression.
Employee Assistance Programme
Blue Light Card Scheme. We’ll reimburse the enrolment fee of this fantastic scheme that offers discounts on holidays, days out and over 15,000 national brands.
Loyalty Bonus: Accrue up to 5 additional holiday days depending on length of service.
We’ll pay for your full DBS disclosure
Excellent performance related bonus
Monthly Car Allowance
25 days annual leave plus bank holidays entitlement
Company Pension Scheme
Employee Wellness Health Assured Benefit Program
Employee Benefits & Discount Scheme

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In accordance with the Asylum and immigration Act 2006 you will need to demonstrate your eligibility for employment in the United Kingdom.

Your right to work in the UK depends on your immigration status - this is also called your ‘leave’. If you don’t have the right to work, you might be able to apply for it.

You automatically have the right to work in the UK if:

you’re a British or Irish citizen
you have pre-settled or settled status from the EU Settlement Scheme - or you’ve applied and you’re waiting for a decision
you have a family permit from the EU Settlement Scheme
you have indefinite leave to enter or remain in the UK
you have right of abode in the UK

You might have a right to work in the UK if you have a visa with a time limit. This is called having 'limited leave to enter or remain’.

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This vacancy is approximately miles from your address, you will be required to travel to the care home for work. Please make sure you have suitable transport before continuing your application.

Conditions of employment

Conditions of Employment

I understand that if I receive an offer of employment with Kingsley Healthcare my future employment is conditional on the company receiving, to its satisfaction, two employment references.

Criminal Record Check

I will be required to declare and sign a self-disclosure where I will be asked: “Do you have any convictions, cautions, reprimands or final warnings that are not protected as defined by the Rehabilitation of Offenders act 1974 (Exceptions) Order 1975 (as amended in 2013) by SI 2103 1198' specifically in the UK, or anywhere else in the world?”

I also understand that Kingsley Healthcare will verify the above declaration in the UK by requesting a Disclosure from either the Disclosure & Barring Service (England & Wales) or Disclosure Scotland. In relation to anywhere else in the world, checks will be verified as appropriate.

Disclosure & Barring Service Adults Barred List (England & Wales) and Protection of Vulnerable Groups Adults List (Scotland)

I understand that my name should not be on the above lists, which prohibits me from seeking employment with Vulnerable groups. I also understand that Kingsley Healthcare will verify this as part of the criminal records checking process.

I agree that I am not listed on either of the above lists

I agree that I am not currently subject to a referral to the above lists

I have read the and confirm there is nothing preventing me from applying for this role.

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I consent to Kingsley Healthcare using and keeping information I have provided on this application or elsewhere as part of the recruitment process and/or personal information supplied by third parties, such as Referees, relating to my application or future employment. I understand that the information provided will be used to make a decision regarding my suitability for employment and, if successful, the information will be used to form my personal record and will be retained for the duration of my employment and as long as is deemed necessary thereafter. If I am not successful, I understand that Kingsley Healthcare will retain the form for as long as is deemed necessary for the purpose of recruitment and that the Company may use it to contact me in the event of there being any other vacancies for which I may be suitable.

I have read and agree to the agreement

Email updates

If there are other vacancies which you may be suitable for, we can email you to let you know when they become available on our website.

Declaration

By submitting this form, you confirm that the information provided is correct and understand that any false information or deliberate omissions will disqualify you from employment or may render you liable for dismissal in conjunction with the Company's Disciplinary Procedure